Returns and Refund Policy
In this Returns and Refund Policy, the expressions “we”, “us” and “our” refer to ACQ Distribution Limited, the New Zealand operator of Raja Jewellers New Zealand.
We want customers to be satisfied with their purchase. Items may be returned where they are faulty or otherwise fail to meet the guarantees provided under the Consumer Guarantees Act 1993, or where the return qualifies under our Change of Mind Policy below.
Where an item is faulty, the appropriate remedy may include repair, replacement or refund depending on the nature and seriousness of the issue and the customer’s rights under New Zealand consumer law. For faults that can be remedied, the retailer may choose to repair, replace or refund; where a failure is substantial, additional rights may apply.
How to return your items
Items being returned should include the original product packaging, proof of purchase and, where applicable, all product tags and accompanying documentation such as jewellery certificates, valuation documents, authenticity certificates or care information supplied with the item.
Customers should contact us before returning an item so that we can provide the appropriate return instructions.
Items purchased online
For items purchased through rajajewellers.co.nz, please contact our Customer Care team at info@rajajewellers.co.nz before sending an item back to us. Please provide your order number, contact details, the item being returned and the reason for the return.
Where an item is returned by courier or post for a change-of-mind return, the customer is responsible for the return shipping cost and for the item until it is safely received by us. Due to the nature and value of jewellery, we strongly recommend using a tracked and appropriately insured delivery service.
Return shipping and insurance costs for change-of-mind returns are not refundable. Where an item is faulty or otherwise fails to meet the guarantees provided under the Consumer Guarantees Act 1993, reasonable costs associated with providing the applicable remedy will be handled in accordance with New Zealand law.
How we assess and process returns
All returned items are subject to inspection and assessment before a refund, repair or replacement is approved.
Depending on the nature of the item or issue, we may arrange for the product to be assessed by a suitably qualified jewellery specialist or service provider. This allows us to determine the nature of the issue and the appropriate remedy.
Where a return is accepted, any applicable refund, repair or replacement will be processed within a reasonable period.
Approved refunds will generally be made using the same payment method used for the original purchase. Refunds will normally be made to the payment account used for the original transaction.
Nothing in this Returns and Refund Policy limits or excludes any rights or remedies available to customers under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.
Change of Mind Policy
We understand that customers may occasionally change their mind about a purchase. For eligible products, Raja Jewellers New Zealand offers a 30-day change-of-mind return period from the date of delivery.
Our Change of Mind Policy does not apply to earrings, earring charms, earring backings, nose jewellery or other pierced jewellery for hygiene reasons; items that have been resized or altered at the customer’s request; engraved or personalised items; bespoke, special-order, custom-made or made-to-order items; or sets containing any of these products.
To qualify for a change-of-mind return, the item must be returned within 30 days of delivery and must be in as-new condition, accompanied by proof of purchase, original packaging, original product tags where applicable, and all certificates or other documentation supplied with the item.
“As-new condition” means that the item has not been worn or used and remains in pristine, resaleable condition without scratches, damage, alterations or other signs of wear. All change-of-mind returns are subject to inspection and approval.
Where an eligible change-of-mind return is approved, we will refund the purchase price of the returned item. Original delivery charges and return delivery costs are not refundable unless required by law.
Our Change of Mind Policy is provided in addition to your legal rights and does not limit your rights under New Zealand consumer law. New Zealand businesses are generally not required to provide a refund or exchange solely because a customer has changed their mind, unless their own returns policy provides for it.
Repairs and After-Sales Service
ACQ Distribution can assist Raja Jewellers New Zealand customers with after-sales jewellery services, including repairs, maintenance, adjustments and other jewellery servicing requirements.
Where appropriate, we may arrange for an item to be assessed or serviced by a qualified third-party jewellery service provider. Any applicable service charges and estimated timeframes will be communicated to the customer before chargeable work proceeds.
Where a repair relates to a fault covered by the Consumer Guarantees Act 1993, the matter will be handled in accordance with the customer’s rights under New Zealand consumer law. Where servicing relates to normal wear and tear, accidental damage, maintenance, alterations or another matter not covered by applicable consumer guarantees, service and repair charges may apply.
Customers requiring repairs or after-sales assistance should contact us with their order or purchase details and a description of the service required. We will advise the customer of the next steps and arrange the service where appropriate.
Contact Us
If you have any questions regarding a return, refund, repair, replacement or after-sales service, please contact:
Raja Jewellers New Zealand
Operated by ACQ Distribution Limited
90 Springs Road
East Tāmaki, Auckland 2013
New Zealand
Phone: +6421721256
Email: info@rajajewellers.co.nz
